The hospitality and tourism industry plays an essential role in global growth around the world. One of the biggest key players is an airline industry. An airline industry contains both hospitality and tourism. One of the key players to this industry is the cabin crew. However, according to Laszlo “ with recent economic decline the airline industry is not in good health in terms of operation and customer service organization” said (1999). It is therefore, important to understand that the crews must perform function as key player in an airline industry by providing various types of customer service, safety and security threats, sales and promotion.
As cabin crews are playing a crucial role in the industry, they are to be selected carefully by the human resources. The desired corporate skills sought for the crews are; a motivation to deliver high standard customer service, team skills and commercial awareness. In addition to these skills, it is necessary that an individual is interviewed and upon successful application, and to satisfy all other needs for its industry.
An airline cabin crews has been playing an essential role worldwide for more than decade by comforting dozens of passengers around the world. The definition of providing comfort to guests is, to also make a profit but as well as to make customers feel satisfied just like staying at a hotel. Perhaps this might be the reason why an airline attracts many people around the world. As a result of the popularity of an airline, this is obvious that there are more than thousands of applicants every year. Regardless of numbers of applicants, the human resource department is the ones where they decide whether a candidate is suitable for its industry. In order to become part of this industry, this is a common sense that crews are required to make an efficient decision making in order to solve problems. By solving issues, not only does he or she gets to be promoted but company itself will be well maintained and leads to stable business strategy without having to be sued by consumers.
Recently, Lufthansa Deutsche AG’s annual report (March 2013) reported that, “ To improve customer satisfaction, it is required to implement new technologies and markets to boost competitiveness in the service area”. If Lufthansa AG’s main business strategy and marketing product is targeted on a product but not on customer service, then there is no crews needed or nor will they be required to provide with the best customer service. On the other hand, if the company is focused on mainly customer service to boost competitiveness. This predicts crews are in need of intensive service training to perform highest customer service, in order to maintain firm’s reputation and for on going market. More importantly, crews also need to classify the type of services, as there is economy, business, and first classes available on long distant flight. Hence, it is necessary for a candidate to be able to provide...